Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals, and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.
A healthy heart is essential to good health. That’s why we’re committed to advancing treatments for people with cardiovascular disease. As a global leader in Cardiac Rhythm Technologies, our breakthrough medical technologies help restore people’s health so they can get back to living their best lives, faster. We focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.
*This is not a remote role*
Our location in Sylmar, CA, currently has an opportunity for a Technician I, Remote Care.
Works in a call center work environment, exercising basic customer service skills in responding to remote patient monitoring inquiries from physicians, health care professionals, field staff, and patients. Responds accurately, promptly, and effectively to such inquiries and provides the basic clinical and technical interface between patients, the remote care medical community, and various internal departments.
Impact this role will have on Abbott:
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Answers internal and external clinical and technical questions via phone, email, and remotely via networking. Develop a hypothesis of the root cause of a failure, generate a working solution, and put solution into action for immediate repair or resolution of the failure.
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Provide feedback to customer or Division personnel involved.
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Uses information sent from the field to diagnose system failures and consider root cause analysis to order parts to be sent to the field services group for repair of the system. Resolves escalated customer issues where known or typical solutions cannot resolve problem. Identifies and implements the most effective and cost efficient means for resolution. Determines if and when to deploy field service support and/or equipment to customer location.
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Provides clinical applications / software support to customers at the point of care. Assists the customer with clinical / software questions and problems during procedures involving Division capital equipment systems. Records software / application anomalies and suggestions and provides them as feedback to the appropriate software R&D groups.
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Provide technical and clinical instruction to customer and Division employees on both an impromptu basis during support situations and in classroom situations during regularly scheduled classes.
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Documents, updates, and completes all calls in the appropriate call support system.
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Sends repair / replacement parts to customers and creates field service work orders when appropriate
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Provides input for technical bulletins, procedures, work instructions, and best practices for technical support of Division capital equipment products.
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Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
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Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments.
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Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
EDUCATION AND EXPERIENCE YOU’LL BRING:
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High school diploma or other specialized training/equivalent related experience.
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6+ months of customer service, product support, IT, telecommunications or related role are required. Experience in medical device technical support and mobile device operation/navigation is preferred.
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Ability to work in a highly matrixed and geographically diverse business environment.
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Ability to work within a team and as an individual contributor in a fast-paced, changing environment.
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Ability to leverage and/or engage others to accomplish projects.
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Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
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Multitasks, prioritizes and meets deadlines in timely manner.
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Strong organizational and follow-up skills, as well as attention to detail.
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Ability to maintain regular and predictable attendance
Preferred qualifications and education:
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Prefer experience in a customer service, product support, IT, telecommunications or related role with medical device technical support experience preferred.
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Experience working in a broader enterprise/cross-division business unit model preferred.
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
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Training and career development, with onboarding programs for new employees and tuition assistance
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Financial security through competitive compensation, incentives and retirement plans
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Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
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Paid time off
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401(k) retirement savings with a generous company match
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The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.